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 MYSTERY SHOPPING: THE BASIC PRINCIPLE


Just like any other Customer, a DMS Quality Expert enters a point of sale to start a real-life interaction with staff pertaining to a product or service inquiry and/or purchase.

The Quality Expert examines and analyses the successive stages of the inquiry/purchase process and accurately identifies strengths & concerns pertaining to the service actually delivered to the customers.

It is this “Consumer's Eye” approach that permits an accurate measurement of the quality of customer care received while inquiring about or purchasing any given brand's or corporation's product or service.

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